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    Customer Service Executive - Salisbury, United States - Nucleus Financial

    Nucleus Financial
    Nucleus Financial Salisbury, United States

    1 week ago

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    Description
    About the role


    As a Customer Support Executive within our Key Accounts team, you'll work closely with our Senior Client Relations Managers, Client Relations Managers and Contact Centre teams to handle queries, escalations, and all channels of communications from our key firms.


    The best thing about this role is the integral part you'll play in building relationships with new and existing adviser firms.


    We'll be relying on you to provide exceptional service, ensuring our customers are at the heart of everything you do, dealing with queries efficiently and ensuring you achieve the best possible result for the customer.


    You'll be the face of Nucleus, someone who our advisers know they can trust and rely on to get things done, always with the best interests of their clients in mind.

    It goes without saying that you'll be organised.

    You know that working in a collaborative way will result in better ideas and you'll take a great deal of pride in your interactions with our advisers.

    You'll join an energetic and collaborative team that supports each other, always learning and developing - this is a brilliant opportunity to progress your career - and keep on developing it.

    No two days will be the same as you'll be kept busy with this varied and exciting role in our Key Accounts team, and you should apply if you love:


    • Providing extraordinary service to every adviser and client, demonstrating empathy, and understanding, with ongoing consideration of our regulatory requirements
    • Being responsible for various streams of communication including calls, email and any other correspondence while maintaining the appropriate audit.
    • Building and maintaining relationships with internal departments, teams, and colleagues -understanding the roles that each team plays within the business to build effective ways of working that will benefit our customers.
    • Use clear and concise communication that is appropriate for the audience, ensuring that relevant products, services, and charges are explained clearly.
    • Working with the admin teams to establish and meet agreed Service Level Agreements to provide a seamless end to end service from distribution's onboarding process, through new business set up to the end of the product life cycle.
    • Being proactive. Using your initiative to challenge the status quo and find better ways of doing things.
    • Planning and managing your own workload, taking ownership of deadlines and adherence to agreed KPIs and SLA's while collaborating with and supporting other team members when needed.
    • Positive attitude and ability to constantly adapt to a changing environment.
    • Living and breathing the Nucleus values and know how the approach you take impacts the client.
    • Taking accountability, if issues do arise, and ensure you see them through to resolution.
    • Taking ownership of your own development and embrace all opportunities to learn and grow.

    We'd love you to apply if you have:

    • A background in Customer Services (ideally in the Financial Services industry, but not essential)
    • The ability to prioritise work in a fast-paced environment, to ensure the key things are responded to within agreed timescales.
    • A confident and natural communication style and like to collaborate.
    • The ability to understand and adheres to all regulatory and company specific policy.
    • Understanding of control frameworks and how these impact on what you do day to day.
    A bit about you

    Your friends would probably describe you as the 'organised' one. The person who is always on top of things and anticipates next steps before anyone else. You love working with others and get a real kick out of achieving the best outcomes for all involved. Inspiring will be your middle name as you advocate our vision and communicate with gusto and passion.

    At Nucleus, we've always placed high value in cultural contribution and growing our diversity of thought, over technical capability.

    But it would great if you had some of the following:


    • A background in Customer Services (ideally in the Financial Services industry, but not essential)
    • Proven investor service skills, strong written and verbal communication.
    • A flexible attitude with a willingness to go the extra mile.
    • A team player but able to work independently using your initiative.
    • Good analytical and problem solving skills.
    • Ability to work independently and use initiative
    • Excellent time management and the ability to work to deadlines.
    • Computer literate, good Microsoft Office knowledge.
    • Educated to GCSE level with Maths and English grade C or above or equivalent
    A little about us

    We are the Nucleus Financial Platforms group and we help make retirement more rewarding.

    Here at Nucleus, people come first - whether it's our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes.

    Together, we've shaped the platform to how it is today. We work hard, and we celebrate hard too.


    Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch.

    We've come a long way since then, but our mission remains just as focused.

    That's why our culture, values, and social responsibility are things we keep at the top of our agenda - because we know they matter and have a big impact.

    Our culture is one of the many things that sets us apart from the pack.

    We want to have an environment where our people feel that they can make a real difference, know they'll be rewarded for their efforts and more importantly, enjoy themselves at work.

    Are we a perfect match? Check out this video and find out

    Inclusion and diversity at Nucleus

    As with most things in life, who cares, wins. We really care about inclusion.


    For us it's not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do.

    It's a commercial imperative. It isn't about being PC. It's about being future-relevant and durable.

    We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

    More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.


    At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.


    If you'd like to find out more about us or the role, please get in touch with Hannah McCreadie in our People team.

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